Sabrina Santiago
Jacksonville,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Fraud Specialist
Citibank
Jacksonville, FL
09.2024 - Current
- Reviewed transaction patterns to identify suspicious activities and trends.
- Conducted risk assessments to improve fraud prevention strategies.
- Monitored account activity for potential identity theft and fraud alerts.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Made recommendations for closing accounts and performed associated follow-up.
- Participated in group discussions with team members to develop new ways to combat fraud.
Customer Service Specialist
Genpact
Jacksonville, Florida
02.2019 - 09.2024
- Answered inbound calls and chats to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Technical Support Advisor
Concentrix
Jacksonville, FL
11.2017 - 02.2019
- Responded to customer inquiries in a timely manner while adhering to service level agreements.
- Diagnosed hardware and software problems related to customer's environment.
- Identified, researched and resolved technical issues for customers.
- Assisted customers with various types of technical issues via email and telephone.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Retail Sales Associate
Forever 21
Jacksonville, Florida
02.2016 - 05.2017
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Initiated friendly conversation with customers to determine level of assistance required.
- Demonstrated knowledge of store products and services.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Promoted special offers and discounts to encourage additional purchases.
- Assessed customer product needs and interests in order to best recommend suitable items.
Retail Sales Associate
Aeropostale
Jacksonville, Florida
05.2015 - 02.2016
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Helped customers by answering questions and locating merchandise.
- Greeted customers upon entering the store and provided assistance.
- Handled customer complaints in a professional manner.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Completed transactions in an efficient manner while providing excellent customer service.
- Initiated friendly conversation with customers to determine level of assistance required.
Education
High School Diploma -
Mandarin High School
Jacksonville, FL06-2015
Skills
- Call Centers
- Customer Relations
- Telephone Etiquette
- Good communication skills
- Customer Service
- Problem Resolution
- Fluency in Spanish
- Technical Support
- Issue Troubleshooting
Languages
Spanish
Full Professional
Accomplishments
- Assisted numerous times to volunteer in side by sides with agents, new or tenured, to help build up their skills to further success.
- Consistently achieved high scores in quality to strive for excellence with each customer experience.
- Was awarded as one of the top twenty agents in different categories of performance ranks more than once.
- Was recognized by leadership more than once for compliment calls, constantly providing guidance to new and tenured agents.
Timeline
Fraud Specialist
Citibank
09.2024 - Current
Customer Service Specialist
Genpact
02.2019 - 09.2024
Technical Support Advisor
Concentrix
11.2017 - 02.2019
Retail Sales Associate
Forever 21
02.2016 - 05.2017
Retail Sales Associate
Aeropostale
05.2015 - 02.2016
High School Diploma -
Mandarin High School
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